In keeping with the “at least meeting and always trying to exceed customer expectations” theme, I would like to touch on the service aspect of the concept. The following is a true story with which I am sure many of you can relate.
For the last few months, I have had to take my car into the dealership for work. One would think that the dealer’s repair service would include some customer satisfaction elements. In other words, I had some expectations of my service experience.
My first expectation was that my vehicle would be ready when they said it would. Of the six-plus visits, all but two resulted in the dealership, without warning, keeping my car overnight.
My second expectation was that they were going to fix the problem they identified. Multiple attempts failed to correct the problem. OK, I do realize that vehicles today are much more complex than 20 years ago. However, the last dealership diagnosis centered on replacing the engine computer because “that should fix everything.” (What? This was like telling me I needed a liver transplant because my cholesterol was elevated!)
The last expectation focused on the condition of my car when I picked it up. I expected that my car would be returned in a condition equal to or better than the condition in which it was dropped off. However, my light-colored interior was routinely covered in grease smudges, dirty shoe marks on the bottom of the driver’s door, and other untidy infractions. This forced me to go back inside and ask my service tech to please wipe down the mess (for the umpteenth time!)
Thank you for letting me vent – my husband thanks you as well.
Now, let me ask you a question….
Part two coming soon.
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